Hybrid Operations Manager III – Retirement Plan Services

Posted 3 weeks ago

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About the role

  • Provides day-to-day leadership and supervision to team members
  • Assists in coaching team to be able to identify inquiries which are beyond the scope of authority and take appropriate actions
  • Inspires team to focus on adherence to TruStage policies and processes
  • Fosters a positive work environment
  • Develops and maintains productive working relationship with all team members
  • Sets goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for the successful completion of assignments or tasks
  • Provides ongoing dialogue to team members about their performance
  • Coaches and helps establish individual development and career plans
  • Completes quality reviews for team members
  • Ensures staff compliance with company processes
  • Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
  • Analyzes periodic performance indicators and communicates regularly to team members
  • Prepares employee performance appraisals and merit recommendations
  • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
  • Identifies, designs and makes recommendations for process changes to improve customer experience
  • Maintains an awareness of TruStage Principles
  • Promotes and maintains a positive, professional image of TruStage
  • Participates in specials projects as assigned by the manager
  • Informs team of changes, potential changes and other pertinent information affecting the department
  • Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed
  • Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
  • Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met

Requirements

  • Bachelor’s degree in Business or equivalent work experience
  • 8+ years of experience in customer service, administration or operations, preferably in the retirement/financial services and/or insurance industry
  • 4-6 years prior experience, directly and indirectly, leading medium-sized teams
  • Strong interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration
  • Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
  • Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
  • Prior experience with project management methodology is strongly preferred
  • Strong ability to communicate at all levels with clarity and precision, both written and verbal
  • Ability to adapt in a changing work environment
  • Advanced technical/computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
  • Proven experience working with project/development teams in an Agile/SCRUM framework
  • Must have experience working with Retirement Plan Documents including: Adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM)
  • Relius Document experience preferred
  • Knowledge of QDROs and IRS/DOL correction programs
  • Understanding of DC/DB plan terminations, mergers, conversions and asset transfers
  • Familiarity of Notice and Disclosure rules and distribution process to Employers and participants
  • Experience with legal document preparation and accuracy for new plan installation and takeover plans
  • Experience managing plan updates and restatements tied to regulatory timelines and legal changes
  • Strong knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans
  • Experience managing plan documents using vendor-based, web-enabled document systems; Relius Documents experience a plus

Benefits

  • medical
  • dental
  • vision
  • employee assistance program
  • life insurance
  • disability plans
  • parental leave
  • paid time off
  • 401k
  • tuition reimbursement

Job title

Operations Manager III – Retirement Plan Services

Job type

Experience level

SeniorLead

Salary

$102,200 - $153,300 per year

Degree requirement

Bachelor's Degree

Location requirements

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